Devoted to customer service and the principles of exceptional customer services

This is a guest post by Phil Gerbyshak...

I found an excellent article containing 5 Tips to Please Angry Customers and it got me thinking...What could I add to this list to make it even better?

First, the tips:

1) Don't take the criticism personally

2) Listen to the client

3) Treat the customer as you would want to be treated

4) Deal with the person first

5) Remember that stellar customer service can be the means for retaining a client.

Those are really good tips, and I encourage you to read the whole Please Angry Customers article for the details on this.

3 more tips to please your customers

1) Thank them for the opportunity to fix the problem. Sometimes angry customers get hacked off and just hang up the phone on you. And often, they are right to do so. So if they don't, thank them for the opportunity. As tip #5 above says, stellar customer service can be the means for retaining a client, so start trying to save the customer RIGHT NOW!

2) Offer the customer a solution to the problem by focusing on what you CAN do. "Ms. Smith, I'd be happy to ." Stay away from what you CAN'T do, as it comes across as you trying to say no. Make sure they accept the solution, and then

3) Deliver on your promise. When you offer a solution, deliver on it. This is a "no duh" tip, but one we often forget. Deliver on your promise this time, or your chance at repairing the relationship is going to be zero!

And 1 more to make it great!

4) Follow-up after the fact to ensure they are a satisfied with your service. If you thanked the customer for bringing the problem to your attention, you offered them a solution that worked for them, and you delivered on your promise, following up should be a snap, and you will turn your customer from a satisfied one to a DELIGHTED one, and even better, a LOYAL customer that will say what GREAT customer service you offered.

Phil Gerbyshak is the author of and can be found writing most days at Make It Great!, where he encourages us all to make it a GREAT day!